Automated Return Audio Calls Using Phrase Caching
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Solution Overview
Problem
Consumers face inefficiencies and complexity when returning products due to varying customer service systems across different retailers, leading to time-consuming interactions with text-based and voice-based agents.
Innovation Solution
A return coordinator server facilitates product returns through automated audio calls by providing access to an audio cache of common and anticipated phrases, generating audio for interactions, and handling calls with retailer agents on behalf of consumers, minimizing direct consumer involvement.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If consumers directly interact with text-based and voice-based customer service agents to return products, then the return process can be completed, but the interaction becomes time-consuming and complex due to varying customer service systems across different retailers
Solution Approach 1:
The patent introduces an intermediary system that acts as a mediator between consumers and retailer customer service agents. This intermediary automatically initiates and conducts audio calls on behalf of consumers, preparing and delivering return-related information to agents without requiring direct consumer participation in the time-consuming interaction process.
Solution Approach 2:
The system performs preliminary actions by automatically initiating audio calls and delivering return information to retailer agents before the consumer needs to directly interact. This advance preparation of return details and automated communication eliminates the need for consumers to spend time navigating complex customer service systems during the actual return process.
2Productivity
If consumers directly interact with customer service agents to return products, then the return can be processed, but the complexity of varying customer service systems across different retailers increases the difficulty of operation
Solution Approach 1:
The intermediary system handles the complexity of varying customer service systems by automatically adapting to different retailer protocols and communication styles. It manages the interaction with various agent systems without requiring the consumer to understand or navigate these differences, thereby maintaining ease of operation while enabling return processing across multiple retailers.
Solution Approach 2:
The system enables self-service by allowing consumers to initiate returns through simple actions (such as providing return information) without requiring them to manually navigate complex customer service interfaces. The automated system handles all subsequent interactions with retailer agents, making the return process as easy as providing basic return details.
3Ease of operation
If automated audio calls are used to facilitate returns, then interaction complexity and time are reduced, but the system requires automated audio generation and call handling capabilities
Solution Approach 1:
The system uses copying by generating automated audio calls that replicate human-like communication patterns and interactions. Instead of requiring complex real-time processing of every possible scenario, the system uses pre-prepared audio templates and scripts that can be automatically delivered to agents, simplifying the underlying technology while maintaining ease of operation for consumers.
Data Source
AI summary
Methods and apparatus to facilitate returns via audio calls are disclosed. Example machine-readable instructions cause at least one processor circuit to at least determine metadata associated with a return, generate phrases corresponding to the metadata, compare the generated phrases to stored phrases in an audio cache, when a first stored phrase of the stored phrases matches a first generated phrase of the generated phrases, access a first stored audio file of the stored audio files, the first stored audio file associated with the matching first stored phrase, generate an audio file for a second generated phrase of the generated phrases, the second generated phrase different from the stored phrases, store the generated audio file in the audio cache in association with the second generated phrase, and execute an audio call with the stored phrases, the audio call directed to a retailer to attempt to coordinate the return.